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/todo notes make tickets

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Everyday work

Working the ticket queue The bell: what it tells you Undoing a ticket you moved by mistake Getting tagged in Slack Finding what just changed Right-click a ticket to deal with it Reading a call transcript

Features you can turn on and off

Call transcription Transcript enrichment Ticket detection AI-answered call tickets /todo notes make tickets Unanswered-call tickets Turning features on and off

Settings and access

Changing someone's email People and permission sets Sending ticket types to the right person

Write /todo in an internal note and a ticket appears, on that customer, for whoever you tagged.

Inside a customer's message thread you can write an internal note — one only your team sees. If that note contains /todo, it becomes a ticket.

The ticket is linked to the customer whose thread you wrote in, and the rest of your note becomes the instruction on the ticket.

Tag someone to assign it

@-mention a teammate in the note and the ticket is assigned to them. If the person you tag does not have an account here, the ticket is still created but left unassigned, and an alert goes out so somebody notices.

Pick the type with a shortcut

By itself, /todo makes an Other ticket. Add a dash and the initials of a type to be specific:

/todo-mc — Missed Call
/todo-nc — Needs Callback
/todo-ne — Needs Estimate
/todo-nr — Needs Reply
/todo-ns — Needs Scheduling
/todo-o — Other

Get the shortcut wrong and nothing is lost: the ticket is created as Other, with a note recording what you typed. A /todo always produces a ticket.

An example

Writing "@Kathleen Williams /todo-nr angry client" in Davis Webb's thread opens a Needs Reply ticket on Davis Webb, assigned to Kathleen, saying "angry client".

Afterwards

These tickets behave like any other ticket of their type — the same things close them, and they are marked so you can see they came from a note.

ⓘOnly notes written after this is switched on count. Turning it on does not go back through old threads.

AI-answered call tickets

Unanswered-call tickets